1-1
Organizational Behavior
Instructor: B. Aliiaskarov, Ph.D.
10-2
Essentials of
Organizational Behavior, 11/e
Stephen P. Robbins & Timothy A. Judge
Chapter 10
Communication
After studying this chapter, you should be able to:
10-3
1.
2.
Describe the communication process, and distinguish between
formal and informal communication.
Contrast downward, upward, and lateral communication and
provide examples of each.
3.
Contrast oral, written, and nonverbal communication.
4.
Contrast formal communication networks and the grapevine.
5.
Identify common barriers to effective communication.
6.
Show how to overcome the potential problems in cross-cultural
communication.
The Communication Process
10-4
Channels of Communication
10-5
Formal


Path follows the
authority chain
Messages relate to
professional activities
Informal


Spontaneous channels
from individual choice
Messages often personal
or social
Direction of Communication
10-6
Upward
Downward
Lateral
Interpersonal
Communication
10-7
Three Forms:
 Oral
 Written
 Nonverbal
Oral Communication
10-8

Advantages
 Speed
 Feedback
 Simple

to Correct
Disadvantages
 Potential
for distorted message when passed through a
number of people
Written Communication
10-9
Advantages




Provide a tangible and
verifiable record
Record can be stored for
an indefinite period of time
Physically available for
later reference
More likely to be well
thought-out, logical, and
clear
Disadvantages



Time consuming
Lack of feedback
May not be read
Nonverbal Communication
10-10

Body language conveys:
The extent of affinity for another
 The relative perceived status between a
sender and receiver


Meaning changes with:
Intonation
 Facial Expression
 Physical Distance

Formal Small-Group Networks
1011



Chain gives best accuracy
Wheel facilitates leadership development
All-Channel provides member satisfaction
The Grapevine
10-12

Emerges when:
Situation is important
 Ambiguity exists
 Situation causes anxiety


Three Characteristics:
Not controlled by management
 Perceived as being more believable and reliable (and often
is)
 Largely used to serve self-interest of those willing to
communicate

Electronic Communication
10-13



E-mail
Instant and Text
Messaging
Videoconferencing
E-Mail Limitations
10-14





Easy to misinterpret
Should not be used for
negative messages
Overused and overwhelms
People are emotionally
uninhibited
Privacy concerns
IM & TM
10-15



> Deal?
> OMG y!
> ;)
> BRB-BOS
>k


Essentially real-time
Inexpensive
Good for short messages
Some find it intrusive and
distracting
May be inappropriate for
formal business messages
Videoconferencing
10-16



Permits employees to conduct
interactive meetings without
being physically in the same
room
Conserves travel funds
Becoming more
accessible as costs drop
Barriers to Effective Communication
10-17






Filtering
Selective Perception
Information Overload
Emotions
Language
Communication Apprehension
Global Implications
10-18
Cultural Communication Barriers:
1.
Semantics – words mean different things to different
people
2.
Word Connotations – words imply different things in
different languages
3.
Tone Differences – in some cultures tone changes
depending on context
4.
Differences in Perception – different world views
A Cultural Guide
10-19
1.
2.
3.
4.
Assume differences until similarity is proved
Emphasize description rather than interpretation
or evaluation
Practice empathy
Treat your interpretation as a working hypothesis
Implications for Managers
10-20

Removing the uncertainty leads to greater
satisfaction:
 Communicate
 Reduce


via multiple channels
distortion and incongruities for clarity
Use electronic media wisely and carefully
Cultural communication barriers can be overcome
with understanding
Keep in Mind…
10-21



Each communication direction has its own challenge
that must be overcome
Each form of communication has an optimal purpose
and specific limitations – use appropriately
Communication barriers often retard or distort
communication
Summary
10-22
1.
2.
Described the communication process and distinguished
between formal and informal communication.
Contrasted downward, upward, and lateral communication and
provided examples of each.
3.
Contrasted oral, written, and nonverbal communication.
4.
Contrasted formal communication networks and the grapevine.
5.
Identified common barriers to effective communication.
6.
Showed how to overcome the potential problems in crosscultural communication.